---
title: "Review calls in the Call Metrics scoreboard"
slug: "review-calls-in-the-call-metrics-scoreboard"
updated: 2026-10-15T00:22:56Z
published: 2026-10-15T00:22:56Z
canonical: "help.servicetitan.com/review-calls-in-the-call-metrics-scoreboard"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Review calls in the Call Metrics scoreboard

## Overview

You can review calls that aren’t booked into jobs from the *Call Metrics* section of the *Modular Dashboard*. Make sure customer support representatives (CSRs) review unbooked jobs and provide correct analysis.

---

### 

#### Who uses this feature

- Administrators and managers

## 

## Things to know

The *Review* tab is built:

- To highlight calls that aren’t booked into jobs
- To serve as a teaching tool for reviewing unbooked jobs
- To make sure CSRs provide correct classifications

## Review unbooked or not lead calls

1. In ServiceTitan, go to the navigation bar and click **Dashboard**.
2. Choose the date range from the dropdown then click **Apply**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1773055327193.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A34Z&se=2026-10-31T02%3A47%3A34Z&sr=c&sp=r&sig=1d%2B8NenHAwkVkPJpI0DLSva%2B7Q0HeG0vpax3PWwu10k%3D)
3. Go to **Call Metrics**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-puseni0n.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A34Z&se=2026-10-31T02%3A47%3A34Z&sr=c&sp=r&sig=1d%2B8NenHAwkVkPJpI0DLSva%2B7Q0HeG0vpax3PWwu10k%3D)
4. Click a call to learn more about the call. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-bbydr8fr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A34Z&se=2026-10-31T02%3A47%3A34Z&sr=c&sp=r&sig=1d%2B8NenHAwkVkPJpI0DLSva%2B7Q0HeG0vpax3PWwu10k%3D)
5. Go to **CSR Metrics**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-3r2cnz3p.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A34Z&se=2026-10-31T02%3A47%3A34Z&sr=c&sp=r&sig=1d%2B8NenHAwkVkPJpI0DLSva%2B7Q0HeG0vpax3PWwu10k%3D)
6. Under **Agent Scorecards**, select an agent. The agent’s scorecard opens. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-0dc5y875.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A34Z&se=2026-10-31T02%3A47%3A34Z&sr=c&sp=r&sig=1d%2B8NenHAwkVkPJpI0DLSva%2B7Q0HeG0vpax3PWwu10k%3D)
7. Click **Review**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-ijkol78z.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A34Z&se=2026-10-31T02%3A47%3A34Z&sr=c&sp=r&sig=1d%2B8NenHAwkVkPJpI0DLSva%2B7Q0HeG0vpax3PWwu10k%3D)

From the *Review* tab, you can review *Unbooked*, *Not Lead*, or *Excused* calls and reclassify them, if needed.

> **Note:** Booked, or Lead calls don’t appear in this tab.

## Want to learn more?

- Visit ServiceTitan Academy to enroll in [Modular Dashboard](https://servicetitan.docebosaas.com/academy/learn/courses/320/modular-dashboard)
- See [Dashboard CSR metrics](/construction/docs/dashboard-csr-metrics)
- See [Reclassify and edit calls](/construction/docs/reclassify-and-edit-calls)